Consumers have more power than ever before when it comes to finding information about a particular company and its products and services. They also have the ability to provide public feedback within seconds, to be seen by many. This can be concerning to brands, but is also a tremendous opportunity.
People are going to talk about your company. It's up to you to ensure that positive feedback is shown appreciation, negative feedback is handled appropriately, and that you're present to answer questions and find opportunities for business growth. If your business isn't being talked about or reviewed online, chances are your competitors are, so a strategy should be established to make sure your presence is known.
Through various public relations and online reputation management services, you have the ability to create a positive reputation for consumers to see when they're deciding where they want to spend their money.